Healthcare Providers Service Organization

Review: I am Acupuncturist, and I need malpractice insurance. So, I sent application to HPSO.

1st issue - application processing

I checked my credit card payment by HPSO.

But, HPSO didn't give any information about approved.

So, I send a email to [email protected] for my status check

But, I can't receive any response from HPSO.

11/4/2014 send my malpractice insurance Application by FAX -> no response

11/5/2014 send a mail to "[email protected]" -> no response

11/7/2014 send a mail to "[email protected]" -> no response

11/8/2014 resend my malpractice insurance Application by FAX -> no response(faxed to ###-###-####)

11/10/2014 received e-mail by agent([email protected])

11/13/2014 HPSO send response email("This application has been issued. The certificate of insurance has been mailed. Thank you, NSO)

2nd issue - HPSO didn't give my insurance policy information

I can't see my in www.hpso.com

System explain "Your online application will be processed within one business day, after which time you can log in to My Account to view your policy details."

But, I can't see anything for my policy info. so, I send e-mail for resolving this issue.

11/13/2014 send a mail to "[email protected]" -> no response

11/14/2014 send a mail to "[email protected]" -> no response

11/15/2014 send a mail to "[email protected]" -> no response

In HPSO Homepage, Email: [email protected] is only one emaill address for contact.

But, HPSO didn't give any responseDesired Settlement: 1. I want to receive my malpractice insurance policy document by email.

2. I want to see my malpractice insurance policy document in www.hpso.com

Business

Response:

November

24, 2014Dear

Heather Ortiz:I

have received the complaint filed by [redacted] regarding the frustrations he

experienced with our customer service, specifically the ability to access his

account online and our lack of response to his emails. Thank you for the opportunity to address his

concerns. It is obvious from [redacted]’s complaint that we have not lived up to

his service expectations or the service expectations we set for our valued

clients and ourselves. I will be sending [redacted] a letter of apology for the

frustration he has gone through. Below

is a recap of information available to us regarding [redacted]’s interactions with

us (HPSO):• 11/5/14- We received an

incomplete application. Customer

service representative (CSR) called applicant to advise that an address

was provided for General Liability coverage but option for General

Liability was not marked as “YES”. Applicant advised the CSR that he did

not want General Liability, CSR advised applicant to write “NO” in the

appropriate spot. Additionally, the

application was not signed. CSR

advised applicant to sign, re-date and fax again. • 11/10/14-Received email (via

service@hpso) and forwarded to the team that handles Acupuncture

program. Applicant was asking if

we received updated application. CSR responded to email to advise that the

updated application was unable to be located in email (as an

attachment). CSR asked applicant to

resend via fax. • 11/10/14-[redacted] is not able to

view his policy information as is concerned as our system (website) states

“Your online application will be processed within one business day, after

which time you can log into My Account to view your policy details. [redacted] did not submit an online

application. He faxed an

application to us for processing as we are unable to accept acupuncture

applications on-line. We have since

confirmed same for [redacted] and provided him phone and correct email

address for the department that services this program. • 11/12/14-Received completed

application that was faxed on 11/8/14 which was a Saturday. Our document processing team scanned to

our electronic workbasket on 11/10/14.

Application was processed as a self-employed part time

Acupuncturist on a claims made form, year 1. Issued policy# [redacted] and charged

credit card for $116.00. At the

time CSR responded to his email 11/10 (above) the application was not

visible in the electronic workbasket. • 11/14/14-Two emails were

received at service@hpso from applicant.

The main contact center for HPSO was unable to determine any policy

information as no identifying information was provided to assist in

locating and the emails were placed in a folder for further review by Sr.

CSR. • 11/18/14- Sr. CSR responded to

the 11/14/14 email requesting name/address to determine assistance.

Insured responded with name/address on same day and department determined

it was an Acupuncturist and forwarded to the correct department. • 11/21/14 – Sr. CSR in the Acupuncturist department contacted [redacted] to confirm that he had received the response to his 11/14/14 email. [redacted] confirmed he received the email response sent to him 11/19. The email contained a PDF copy of his certificate with an explanation that he would not be able to access "My Account" and to call [redacted] (acupuncture line) if he had any further questions. • [redacted] confirmed that he understood "My Account" was not available for acupuncturists. He also confirmed that he was able to open the PDF of his certificate. Ms.

Ortiz, please be advised that HPSO is a strong business. We pride ourselves in

providing efficient and accurate responses to our clients’ needs and quick

resolutions to their concerns. Our service center provides service to over

1,000,000 healthcare professionals. We were able to grow to that size by

providing timely and accurate service to our customers.The

difficulties [redacted] experienced in communicating with HPSO are not taken

lightly. November was a busy month in our service center and unfortunately on

occasion a delay does occur. We continue to recruit and train new customer

service representatives. In order to reduce delays and add flexibility for our

customers, we offer self-service options for making payments, requesting a

Certificate of Insurance and verifying coverage, using our Virtual Customer

Service Representative option via our web site. These options are highlighted on our website

but unfortunately are not available to all professions. Our Acupuncture program is a relatively new

program we offer and as such all transactions are handled by our customer

service team and self-service is not available.

Our customer service representatives are available Monday through Friday

8:00 am to 6:00 pm eastern time. Thank you again [redacted] for bringing

these concerns to our attention. Melissa W[redacted], a Sr. CSR in our Center has left

spoken to [redacted] to assist in resolving his concerns. If you have any

additional questions or concerns, please feel free to contact me directly at

###-###-####. Sincerely,Nancy GAssistant

Vice President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased professional liability insurance from Healthcare Providers Service Organization (HPSO) on 2/14/2014 and have not yet received via email my insurance certificate. The HPSO website said that my application would be processed in one day and that I would receive my insurance certificate in the mail after one day. I have not received my certificate. I have called the HPSO number three times now and each person I talked to told me that my certificate would be sent by a certain day, but it wasn't sent and I have not yet received my insurance certificate via email. My email address is [redacted]

This is the link to the website where it reads that my application will be processed after one day:

[redacted] "Wait one business day Your online application will be processed within one business day, after which time you can log in to My Account to view your policy details."

I pad 37 dollars through my debit card for the insurance.Desired Settlement: I would like for HPSO to email my insurance certificate like the website promised immediately. If they will not send my certificate I want a refund.

Business

Response:

March 6, 2014

Dear **. [redacted]:

I have received the complaint filed by **. [redacted] regarding her experience in applying for her Professional Liability Policy with Healthcare Providers Service Organization (HPSO). Thank you for the opportunity to address her concerns.

Below is a recap of information on **. [redacted]’s policy:

· On 2/14/08, [redacted] applied for a policy on the HPSO website

· During 2/17/14 to 2/21/14 [redacted] contacts our Service Center for an update on her prospective policy. The policy was not issued and Customer Service Representatives asked [redacted] to call back allowing for more time for the process to complete.

· The complaint to the Revdex.com was submitted on 2/20/14.

· On 2/21/14, [redacted] is connected to Senior Customer Service Representative, [redacted]. Through probing with [redacted] and research by [redacted], she concludes the application may not have been fully submitted.

o No record of this application was in our database

o Per the conversation with [redacted], no charge was made to her debit card.

o The profession [redacted] mentioned she applied is not one that HPSO provides coverage.

· On 2/21/14 [redacted] follows with [redacted]’s son regarding the profession.

o [redacted]’s son indicates [redacted] has applied on the HPSO website as a Health Educator (Student)

· On 2/22/14 the policy for **. [redacted] is issued. Her card is charged.

· On 2/24/14 a Certificate of Insurance was sent to the Email account [redacted] provided on her application.

It is clear the escalation of [redacted]’s application to a more senior representative should have taken place sooner. On occasion, applications are not complete (missing or incorrect information). A senior representative has access to research those situations as [redacted] did in the recap of information above.

We pride ourselves in providing efficient and accurate responses to our clients’ needs and quick resolutions to their concerns. The HPSO service center **. [redacted] contacted provides service to over 1,000,000 healthcare professionals. We were able to grow to that size by providing timely and accurate service to our customers.

**. [redacted]’s complaint has been shared with our Leaders and Quality Team.

Thank you again **. [redacted] for allowing us to respond to the complaint from [redacted]. If you have any additional questions or concerns, please feel free to contact me directly at ###-###-####.

Sincerely,

Review: I requested Liability insurance coverage and needed to change the effective date of the coverage. I tried to do this via fax, email, and USPS and my date change was never corrected. I finally attempted to cancel the policy and this was also never received by the company.Desired Settlement: I am just interested in having my money refunded.

Business

Response:

April 28, 2014